Customer Service Representative

Employer
USAJobs
Location
Alexandria, Virginia
Posted
Aug 23, 2019
Closes
Aug 29, 2019
Function
Customer Service
Hours
Full Time
Duties

Summary

Come work for the USPTO, we have been ranked as one of the best places to work in the federal government! For more information about the USPTO, please visit the USPTO Jobs Website .

This position is also being announced under the USPTO's Merit Promotion Program, the Job Announcement Number is ODM-2019-0005.

Please review that announcement to determine if you are eligible for consideration under the Merit Promotion Program.


A probationary period may be required

Learn more about this agency

Responsibilities

The Office of Data Management (ODM) is part of the Office of Patent Information Management and manages processing and data capture of allowed patent applications, assembles and mails patent grants, and prepares Certificates of Correction. ODM is responsible for weekly production of text searchable and image databases of issued patents and Pre-Grant Application Publications used by the USPTO and the Intellectual Property community.

The Application Assistance Unit (AAU) is the central contact center of USPTO and serve external and internal customers by providing accurate, consistent and timely information. The AAU staff are trained to assist with a broad range of questions and issues pertaining to pre-examination processing of patent applications by the Office of Patent Application Processing (OPAP) and post-examination processing of patent applications by ODM. The AAU staff is responsible for knowing and understanding rules and regulations of patent application processing, how to appropriately apply them and convey information to external and internal customers served by AAU.

As a Customer Service Representative, you will respond to a variety of telephone and personal inquiries in a call center environment by providing information to USPTO personnel and the public. Your duties will include, but are not limited to the following:

  • Responds to all status inquiries, by telephone, writing, email, facsimile or electronic data system.
  • Utilizes various statuses, location codes, electronic contents entry codes, and other codes contained in the PALM database in determining the status of the application.
  • Conducts and executes research for applications for which PALM information is inconsistent or contradictory.
  • Updates PALM and appropriate electronic information systems with pertinent information regarding correspondence and if necessary, enters correspondence without recourse to the examiner.
  • Identifies inconsistencies in application prosecution records and forwards information to supervisor for resolution. Uses office policy and procedures to grant or dismiss petitions for withdrawal of the holding of abandonment for failure to pay the issue fee and/or submit drawings.
  • Ensures that all documents, PALM, and/or image viewing systems are properly updated to reflect action taken.
  • Fills all proper requests for artifacts that are located in the Office of Data management or its jurisdiction.
  • Notifies customers either by telephone or electronically, if artifacts are inaccessible or will not be available for pick-up/inspection within a set time frame.


Travel Required

Not required

Supervisory status
No

Promotion Potential
07

Requirements

Conditions of Employment

  • You must be a U.S. Citizen or National.
  • Your resume and question responses must demonstrate the job-related KSAs.
  • You must meet the definition of specialized experience.
  • Required to pass a background investigation and fingerprint check.
  • Must be registered for Selective Service, if applicable (www.sss.gov)
  • Suitable for Federal employment.


ou must meet all qualification requirements including time-in-grade (refer to 5 CFR 300.604 for more information on time-in-grade) by the closing date of t 5 CFR 300.604 for more information on time-in-grade) by the closing date of the job

Qualifications

You must meet the following United States Office of Personnel Management's (OPM) qualification requirements for the advertised position. OPM's prescribed Group Coverage Qualification Standard for Clerical and Administrative Support Positionscan be found at Customer Service Representative . You must meet all qualification requirements by the closing date of the job announcement.

Specialized Experience: is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service.

Candidates for the GS-07 grade level must have at least 52 weeks of specialized experience equivalent to the GS-06 grade level in the Federal service.

Specialized experience for this position includes experience working in a call center environment responding to telephone and personal inquiries, providing clerical/administrative support services on routine matters, using computers such as internal databases and tracking systems.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Education may not be substituted for specialized experience at this grade level.

As a general rule, education is not creditable above the GS-5 for most positions covered by clerical and administrative support standard; however, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position.

Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website - US Department of Education . Another listing of services that can perform this evaluation is available at the National Association of Credential Evaluation Services (NACES) . You must provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation when requested will result in lost consideration.

NOTE: Only education and experience acquired before the filing deadline will be considered. Report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Additional information

Applicants applying for this position must be a United States Citizen.

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.

This is a Bargaining Unit position.

This is a Public Trust position and has a risk level designation of "moderate".

Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation.

The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website .

Probationary Period- If selected, you may be required to complete an initial one-year probationary period.

A trial period may be required ( excepted service appointments )

All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.

Relocation Expenses are not authorized and will not be paid.

CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: https://www.opm.gov/ctap . CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.

More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued.

All application materials become the property of the United States Patent and Trademark Office.

The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO's Office of Equal Employment Opportunity & Diversity via email ( oeeod@uspto.gov ) or phone (571-272-8292).

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your resume, optional cover letter and supporting documentation will be reviewed to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the job opportunity announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the self-assessment questions (True/False, Yes/ No, Multiple Choice questions) and place you in one of three pre-defined categories. These categories are "gold," "silver," and "bronze." Your resume and/or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.

How you will be evaluated for preference eligibility: Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed.

Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold).

The scored self assessment questions in the job announcement will evaluate you on the following competencies; please do not provide a separate written response:

KSA 1 - Knowledge of the duties, priority and policies of the assigned office sufficient to perform routine and non-routine clerical/ administrative assignments independently.

KSA 2 - Ability to comprehend and apply various statutes and codes used in determining the status of the applications in the USPTO pipeline.

KSA 3 - Ability to comprehend and apply regulations, policies and other related administrative rules, procedures and practices that govern an application.

KSA 4- Skill in using computers and programs such as internal databases and tracking systems.

KSA 5 - Ability to assist individuals in resolving errors, delays or other problems in fulfilling organization obligations.

KSA 6 - Ability to communicate orally to assist customers.

For more information on category rating, please go to: http://hr.commerce.gov/s/groups/public/@doc/@cfoasa/@ohrm/documents/content/prod01_009474.pdf

Please note that a complete application is required for consideration. (Please review the "Required Documents" section of this job announcement to see what must be included in a complete application).

To preview questions please click here .

Background checks and security clearance

Security clearance
Other

Drug test required
No

Required Documents

A complete application consists of:
1. A resume or any other written format you choose to describe your job-related qualifications; optional cover letter: Your resume should indicate your citizenship and should list your educational and work experience including job titles, salary, employment dates, duties and accomplishments, experience and how it relates to the KSAs in the job announcement. Please Note: Responses to job questions that are not fully supported by the information in your resume may result in adjustments to your rating. Any experience claimed in a cover letter should be substantiated by information contained in your resume.

Supporting Documents:
PLEASE NOTE: Applicants who meet the minimum eligibility and qualification requirements for this position may be contacted within 7 business days of the closing date of this announcement to submit follow-up supporting documentation if applicable. Applicants claiming veterans' preference entitlement or CTAP/ICTAP eligibility who fail to submit supplemental documentation within 5 business days of receiving the request will not lose consideration for this position, however they will not be entitled to special or priority consideration.

Supporting documents that may be requested of applicants after the closing date of this announcement are

1. Veterans' Preference Documentation: If you are a veteran with preference eligibility, you will be asked to submit a copy of your DD-214 containing your discharge disposition, dates of service, and rank. If you are a preference eligible claiming a service connected disability of 10 percent or more, you will be asked to submit documentation (i.e. a letter dated 1991 or later from the Department of Veterans Affairs or from a branch of the Armed Forces) certifying to the veteran's present receipt of compensation. Veterans must include dates of military service within the automated application process, and submit a copy of each Certificate of Release or Discharge from Active Duty, DD-214. For more information, please visit Special Appointing Authorities for Veterans .

2. Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) documentation: Applicants will be asked to submit:
(1) A copy of your specific RIF notice, written notice of your expected separation or other documentation of priority consideration status;
(2) A copy of your latest SF-50 noting current position, grade level, and duty location;
(3) A copy of your last performance appraisal including your rating; and
(4) Any documentation from your agency that shows your current promotion potential.

You can choose ONE of the following methods to submit Supporting Documents:
1) You can upload your documents when you register or update your information on the Department of Commerce application site which you access through the USAJobs site.
OR
2) You can fax your documents to 571-258-4254 using the system generated fax cover sheet.

Your application and all required documentation must be received by 11:59 p.m. Eastern Time on the closing date of this job announcement.

NOTE: The preceding documentation requirements are based on job requirements and individual applicant eligibility. Not all documents are applicable to all applicants--if you are unsure which documents apply to you, contact the HR Specialist listed on this announcement.

Review your resume and responses carefully. Responses to job questions that are not fully supported by the information in your application package may result in adjustments to your rating. A Human Resources Representative will validate the qualifications of those candidates eligible to be referred to the hiring official.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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